Zuto
Complaints Handler
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Complaints Handler
Location: Manchester City Centre
Salary: £29,900
Who We Are
Join our team of passionate Zutonites and help transform the car finance experience with simplicity and integrity. Since our journey began in 2006, we’ve grown to a team of over 450 people, all driven by a shared purpose: to make buying a car transparent and hassle-free. We know how important cars are in people’s everyday lives, for work, family, and freedom, and that’s why we’re proud to help hundreds of thousands of customers every year. From day one, we’ve been redefining what success looks like, creating something special at Zuto: a business that leaves a lasting, positive legacy. If you’re looking for a place where your ideas matter, your growth is supported, and your achievements are celebrated, you’ll fit right in. Join a team that values collaboration, ambition, and doing the right thing, while having a lot of fun along the way.
The Role
As a Complaints Handler, you’ll manage escalated customer-service and quality issues within our vehicle finance journeys. You’ll investigate, resolve and help prevent complaints while delivering outstanding service in line with regulation.
Key responsibilities include:
- Handling escalated non-regulated vehicle quality complaints in line with FCA regulations, from investigation through to decision and communication with the customer.
- Recording and inputting complaints into our CMS system, ensuring all details are accurate and up to date.
- Liaising with internal departments, lenders, dealers, and engineers to gather required information and drive resolution.
- Analysing root causes of complaints and feeding back recommendations to improve processes and reduce future risk.
- Negotiating with dealers on repairs, costs, and contractual repair obligations.
- Ensuring you keep up to speed with changes in legislation, manufacturer recalls, MOT regulations, and other policies affecting the complaints process.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What You’ll Need
We’re seeking someone with solid experience in aftersales or complaints handling, who thrives on solving problems and delivering a high level of service. In this role you’ll need:
- Minimum 2 years’ experience in a complaints handling role managing complex customer complaints or quality issues.
- Good working knowledge of dealer aftersales repair processes and associated expectations.
- A solid understanding of how FCA regulations and the Financial Ombudsman Service apply in complaint/quality resolution contexts.
- Excellent written and verbal communication skills, with confidence in negotiating, influencing, and challenging where necessary.
- Strong problem-solving and analytical skills, with attention to detail and the ability to review evidence objectively.
- Organisational skills to plan, prioritise, and work under pressure, adhering to deadlines while maintaining high accuracy.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Why Join Zuto?
At Zuto, we don’t just talk about supporting our people — we live it. Here’s what makes being a Zutonite so special:
Financial Wellbeing
- Pension scheme, life assurance & income protection
- Free independent financial advice
- Lifestyle, restaurant & shopping discounts
- Cycle to work scheme
Physical & Mental Wellbeing
- GP Anytime service for you and your family
- Health cash back plan & access to wellbeing apps
- Discounted gym memberships and free digital fitness classes
Family Friendly
- Enhanced caregiver leave (primary & secondary)
- Flexible and shared parental leave
- Fertility and foster-friendly policies
Culture & Perks
- Birthdays off and volunteer days
- Breakfast every Thursday
- Bring your dog to work and enjoy free in-office massages
- Regular social events from team nights out to hikes, to sports clubs, and more
- Regular gifting and celebrations throughout the year
Zuto is committed to nurturing a progressive and inclusive culture and provides equal employment opportunities. No applicant or Zutonite is discriminated against based on age, disability, gender reassignment, marriage and civil partnership, pregnancy, race, religion or belief, sex, or sexual orientation.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills